Riverbed Technology

Empower the Experience

Network Support Engineer

Support EngineerSupport EngineerFull TimeRemoteTeam 1,001-5,000Since 2002Company SiteLinkedIn

Location

United States

Posted

34 days ago

Salary

Not specified

Bachelor Degree1 yr expEnglishAWSAzureCloudLinuxTcp/ipUnixVmware

Job Description

• Provide remote support to customers via phone, web, and email. • Take ownership of customer issues and handle problems through to resolution. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Prioritize and managing open escalation cases. • Provide accurate and prompt updates to customers. • Manage technical escalations and participate in conference calls. • Some weekend coverage as required • Participate in cross regional/functional swarming support model • Document knowledge in the form of knowledge base articles.

Job Requirements

  • At least 1 year experience in enterprise technical support role, preferably with a networking technology company.
  • Strong technical and problem-­‐solving skills.
  • Excellent clients handling skills
  • High level proficiency in TCP/IP basics, Packet trace analysis, Packet header
  • In depth knowledge and understanding of packet flow and TCP session establishment and understanding of Microsoft and other application behavior at the network layer.
  • Strong UNIX/Linux/MS, scripting is a plus.
  • Cisco CCNP or CCIE is highly preferred.
  • Added advantage on the following skills: Virtualization technologies – e.g., VMWare, KVM, Hyper-V, Cloud technologies – e.g., AWS, Azure
  • BS degree in Information Technology, Computer Science or equivalent

Benefits

  • Flexible workplace policies
  • Employee resource groups
  • Learning and development resources
  • Career progression pathways
  • Community engagement initiatives
  • Global employee wellness programs

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